Unauthorized Changes and Misuse of My Pick n Pay Account Smart shopper

Item: Pick n Pay
Rating: 1
Author: Amara S

Urgent: Dear Pick n Pay Team,

I am writing to formally lodge a complaint regarding unauthorized activity on my Pick n Pay account.

On 11 September 2025, I noticed that the name associated with my Pick n Pay profile had been changed without my consent. Additionally, I discovered that my loyalty points had been used without my authorization.

Since noticing this issue, I have: • Contacted the Pick n Pay call centre • Sent a message via Instagram • Visited my local Pick n Pay store

Despite these efforts, I have received no response. The staff at the store mentioned that the issue would be escalated to the ***** department, but no one has contacted me since.

I would like to clarify that my Pick n Pay card was never lost or ******. Therefore, I am extremely concerned about how someone could change the name on my account and use my points without my permission.

I urgently request: 1. An immediate investigation into this matter. 2. Details of when, where, and how my points were used. 3. Restoration of my account details and loyalty points. 4. Confirmation of measures taken to prevent this from happening again.

This situation is very serious and requires your immediate attention. I would appreciate a prompt response.

Thank you for your cooperation.

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Replies (1)

Amara S's updateReviewer Update

17 Oct 2025, 13:05

Dear Pick n Pay Customer Care,

I am following up on my HelloPeter complaint submitted on 29 September, which your team acknowledged on 1 October, confirming that it was escalated to the ***** department for investigation.

It has now been over two weeks, and I have not received any feedback or update. This lack of communication is unacceptable, especially for a matter involving potential *****.

I need a detailed update on the progress and current status of the investigation. Should there continue to be no response, I will have no choice but to escalate this matter further.

Amara S's update17 Oct 2025, 13:05

Reviewer Update

Dear Pick n Pay Customer Care,

I am following up on my HelloPeter complaint submitted on 29 September, which your team acknowledged on 1 October, confirming that it was escalated to the ***** department for investigation.

It has now been over two weeks, and I have not received any feedback or update. This lack of communication is unacceptable, especially for a matter involving potential *****.

I need a detailed update on the progress and current status of the investigation. Should there continue to be no response, I will have no choice but to escalate this matter further.